WNS

Senior. Associate - Operations

Centurion, NA, South Africa · On-site · Full-time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerWNS
LocationCenturion, NA, 46, South Africa
Work styleOn-site
Employment typeFull-time
Employer posted5 days ago

Conduct outbound customer satisfaction surveys to assess the quality of service received from retail partners.
Verify, update and maintain accurate customer information and contact details.
Capture and maintain customer lifestyle, leisure and personal interest information to support customer engagement initiatives.
Obtain and record customer service ratings and feedback following retailer interactions.
Identify, document and escalate customer complaints to the Customer Relations Centre (CRC) for resolution.
Provide first-line support on systems and processes, resolving queries effectively and minimising unnecessary handovers.
Consistently demonstrate and champion the Customer First and Modern Luxury principles in every customer interaction.
Take ownership of customer queries and proactively resolve issues to deliver a seamless customer experience.
Deliver warm, genuine and meaningful customer interactions while respecting each customer's time and individual circumstances.
Actively listen to customer needs, ensuring a clear understanding of their concerns and resolving them correctly the first time.
Maintain high levels of data integrity by ensuring all customer information is complete, accurate and up to date.
Achieve outbound contact targets and key performance indicators (KPIs) while maintaining exceptional service standards.
Accurately record all customer interactions, actions and outcomes on designated client systems.
Ensure all customer communications align with individual preferences and preferred communication channels.
Adhere to established processes, service standards and compliance requirements at all times.

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Grade 12 is essential
Minimum 1 year Call Centre experience

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